This is more of an article than a research report, but there are some good questions you could apply to your own Operation.
Forresters- Assess-Customer-Service-Capabilities-To-Pinpoint
Contact Professionals Alliance
Canada's largest peer-to-peer community for Contact Centre professionals
This is more of an article than a research report, but there are some good questions you could apply to your own Operation.
Forresters- Assess-Customer-Service-Capabilities-To-Pinpoint
This is not completely independent research: the report was sponsored by the top WFM suppliers in North America.
Contact Babel Inner_Circle_Guide_to_Multichannel_Workforce_Optimization_US
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